Problem

Environment

How to set a distinctive ring; How to diagnose a fax failure; How to enable fax receive; Fax receive; OptraImage X6100; X340 MFP

Solution

What you will see ('09)

The multifunction device (MFD) will ring but never answer an incoming fax, or the MFD will answer but the fax is dropped shortly after the transmission begins.

Before you continue, you may want to click here for the latest fax troubleshooting procedures.

Possible causes

The following should be considered as primary culprits:

-Enable Fax Receive is turned OFF.

-VOIP provided by digital telephone service providers.

-Distinctive Ring is being utilized; however, the MFD is misconfigured, or not configured to use the distinctive ring feature.Click here for informaton on how to enable or change fax receive and distinctive ring settings.

-Noisyline

-Other Settings - see after the table

NOTE: You should perform the preliminary diagnosis prior to contacting Lexmark. Please have the Network or Fax Setup page available if contacting Lexmark Technical Support.

Preliminary Diagnosis

Step

Action

If...

Then...

1

Connect an additional phone or handset to the extension jack at the back of the MFD, and check for a dial tone.
NOTE:Use aphone line duplex/splitteradapter ifyour MFD does not have an extension jack.

a dial tone is present

proceed to Step 2.

Step 1

continued...

a dial tone isnotpresent

try a different phone cord,
or

try a separate phone line,
or

check with your telephone service provider.

2

Verify the phone line quality using the additional phone or handset to identify:

-static

-external noise

-any irregular sound NOTE: This is to ensure that line quality is suitable for fax transmissions.

the line is clear

proceed to Step 3.

Step 2

continued...

the line isnoisy

try a different phone cord,
or

try a separate phone line,
or

check with your telephone service provider.

3

Verify that incoming calls can be received on the phone line. To do this:

Disconnect the phone cable from the MFD and connect it directly to the additional phone or handset.

Have someone call the fax number to verify that the phone rings.

Allow 3-5 rings, then pick up the handset to check if a connection can be established with the caller.

the handset rings and a connection is established

reconnect the phone cord to the MFD and proceed to Step 4.

Step 3

continued...

the handset does not ring

the phone line is problematic. Call the telephone service provider.

Step

Action

If...

Then...

4

Check the value of the Enable Fax Receive user setting. NOTE: Not available on the X215, X342, or X502 MFD. X342 may have Auto Answer turned off.

set to 'On'

proceed to Step 5.

Step 4

continued...

set to 'Off'

urn it 'On', submit the change, and test again. If the fax still fails, proceed to Step 5.

5

Verify theDistinctive Ring user setting.
If the distinctive ring feature is available on the phone line, check to see if the appropriate setting (Single, Double, Triple) is enabled on the MFD.NOTE: Not available on the X215 or X502 MFD.

-Lower the Max Send Rate to 9600 or Max Receive Rate to 9600 if using VOIP. If this resolves the issue, increase the rate up to 14400 bps to maximize performance.

-Turn ON the Speaker Setting which may be preventing you from hearing a possible distinctive ring pattern.

-Check the paper level as a lack of paper will prevent fax transmission.

-Make sure the Fax Forwarding setting is not turned on (some models only).

-Understand that the X502 and X215 MFDs do not support distinctive ring.

-Adjust # of rings if MFD is competing with an answering machine.

-Check Manual Fax settings.

Visit the Lexmark publications site for User's Guide information on these topics.

IMPORTANT: All three ring settings (Single, Double, Triple) are turned ON by default. Turn off any ring setting that may interfere with a phone device that requires a distinctive ring pattern. To do this, deselect any ring pattern that is intended for another device, but be certain about which ring pattern and phone number is intended for faxes, e.g. double ring for the phone and single ring for fax. Firmware Update Information

Occasionally the MFD is the cause of the fax failure; however, this is rarely a physical hardware failure. If it is determined that a firmware update may alleviate this fax receive issue, it is important to consult a technical support representative to discuss other resolution paths and perform additional diagnostic tests.

-How to Check Modem Code Versions on the X242, X443, X3100, X3200 Scanner-equipped Products.
See the User's Guide for information on how to print the network settings page. NOTE: Look for Fax/SCSI Ethernet or MFP - Ethernet 10/100 at the top of the page. If you see Ethernet 10/100, you have the wrong page.

Still Need Help?

Please contact Lexmark Technical Support for additional assistance. NOTE: When calling the Technical Support Center, you will need to know your printer model type and serial number.
Please call from near the MFP in case the technician asks you to perform a task involving the device.

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